Posts Tagged ‘Customer Experience’

I don’t know how the virus got through, but attack it did.  I had a computer that had a mind of its own, and was as ill behaved as a college freshman away from home for the first time. 
As I discovered the name of the virus, the prognosis did not look good.  As […]

Bryan Badger is THE honcho at Hot Pockets.   For two years he has been the CEO in Colorado.  In our conversation he pointed out that his sales track the economy.  As it goes south, his sales go north.
The really cool stuff he is doing has to do with the culture there at Hot Pockets.  The […]

For those who think that shopping on the Friday after Thanksgiving is all about sweet deals, you may be missing the point.  I think of a couple of years ago and my son and two of his friends.  We were standing in line at a CompUSA at midnight in order to capture some sweet Black […]

The carpets in our Cave Dwelling had never been cleaned since we moved into our new home.  With a social event on the horizon, the Supreme Commander undertook the task of getting someone to come and shampoo a few rooms of carpet.
The TV advertisments for Stanley Steemer are masterful.  There is the one that says, […]

Maybe it is the blue eyes.
The Customer Experience is so dependent on the dedication of those who deliver it.
In a recent interview with Daniel Craig, the newest in the James Bond stars, he was reflecting back on some of his previous films.  He was talking about working with Paul Newman in the 2002 film Road […]

Every since I was a Vice President over several call centers with 500+ agents on the phone, I have been amazed at the antagonistic ways of AT&T.   Over the years their shenanigans have been epic.  Like the month that they charged me $1200 for dial up Internet service.   Or there was the Herculean effort […]

Having heard him speak before, I was somewhat hesitant to go.  Previously he was less than electrifying.  But this time he was different.  He was talking about something that he had a passion about. 
 
Last night we got to listen to Nolan Archibold, the CEO of Black & Decker.  He told the story of […]

Apple, long studied for their marketing and advertising has another winner.  Ah, those humorous PC versus Mac TV ads. 
I worked at the company that sold the first Apple computer in the country (serial # 11 by the way).  Over the years I have advertised, marketed, sold, managed the sales of tens of billions of […]

We think of the Customer Experience as those moments when something is being bought or sold.
“Not so Kemo Sabe”
Since employees give their support to management by continued work and contribution, savvy organizations understand that employee surveys and 360 performance reviews are a must.
In the middle of all of this comes some recent research by Fabio […]

Customer Service is the minimum ante to get into the game.  It used to be what you strived for.  Not anymore.  Unless you are moving past customer service to Customer WOW and creating Customer Experiences you are behind.  This is a world where the customer is enveloped in a stage play like production that […]

Disney is about to announce a major merger between themselves and Wal-Mart Stores.  Each has their individual claim on the customer and leads their industry in creating a unique customer experience.
Disney has over 25 million visitors to their theme parks each year.  In one recent news story it was suggested the price for a family […]

Ah . . .the Customer Experience.The wedding, the graduation, the poor customer service, the stage play, the buying of that new appliance, the relationship with the visiting salesman, or the relationship you have with your doctor. 
Done right, they create experiences and events that change and mold our lives. They create drastic change in […]